Patrick Elston, CCNA

IT Technical Support/Network Analyst

Atlanta, GA 678-***-**** ad2uzo@r.postjobfree.com https://www.linkedin.com/in/patrickelston/

Summary

Motivated, proactive, and solution-driven IT Technical Support professional with more than 15 years’ experience delivering complex projects and supporting technical operations for Fortune 500 companies across a wide range of industries including enterprise software, healthcare technology, retail Point of Sale, media, and manufacturing. Possess expertise in project delivery, network deployments, and supporting IT operations that align with organizational strategy. Reputed as personable team builder with strong communication skills who is adept at cultivating positive relationships that build credibility, and loyalty for long-term relations. Technologically savvy with excellent communication skills to work with in person and remote teams.

Qualifications

Remote Technical Support Network Analyst Strategic Planning Resource Management Financial Management & Forecasting Performance Management Coaching & Development Leadership Process Optimization Team Collaboration Vendor Management Critical Thinking Problem Solving Cross-Functional Team Leadership Self- initiating Time and Task Management Written and Verbal Communication

Highlighted Contributions

●Manage computer networks by using specialized network tools such as Cisco Works, Citrix, and Wire Shark to troubleshoot, detect and report failures of network connections and devices to include the configuration and troubleshooting of Cisco routers and switches

●Configure IP addresses in Active Directory to interfaces, created, updated or maintained VLANs, to include applying routing protocols to ensure dynamic router/switch subnet communications, static route, DHCP and DNS configurations and Access-Lists. Work closely with Network Design Engineers & Architects

●Provide 24x7 project management technical support of device and software installation, preventative maintenance, and troubleshooting of POS software and hardware

●Knowledge of proper cabling and network installation best practices (Cat5, Cat6, Fiber Optics)

●Monitor LAN/WAN performance and installed LAN/WAN, VLAN network components

Professional Experience

Technical Operations Support Analyst Aug 2022- August 2023

Ed Miniat, LLC, Carrollton, GA

●Delivered first-level technical support to the Operations IT environment that includes formulation, packaging, manufacturing, quality and compliance, and laboratory systems

●Delivered technical support to business customers with Microsoft Windows, Office 365, Mitel IP phones, and various other business critical applications

●Provided technical support to the VP’s and Directors.

●Monitored, serviced, and maintained company printer services consisting of 6 to 8 Xerox 8550c printer hubs.

●Consulted with Xerox services scheduling service tickets and preventive maintenance check ups.

●Consulted with shop floor personnel to support and balance the needs of effective system management that included planned and unplanned periods of downtime while minimizing impact to business operations

●Creatively applied troubleshooting skills to identify the root cause and resolution of technical issues

●Utilized ServiceNow to ensure accurate and timely reporting of production issues and systems enhancements

Technical Support Analyst (Remote) Aug 2021-Aug 2022

Zones, Inc (Microsoft), Atlanta, GA

●Provide first and second level support for Microsoft Service Desk tickets related to Microsoft Office 365 Administration, Azure Active Directory, Microsoft Exchange, DNS, email and data migrations, Office 365, Teams setup, and SharePoint support for a 24x7 contact center that supports Microsoft business customers

●Perform general PowerShell scripting to troubleshoot and resolve customer issues

Technical Support Analyst (Remote) Sep 2019-Aug 2021

Behavioral Health Link, Atlanta, GA

●Provided support for Help Desk requests for 24x7 crisis management contact center

●Performed standard PC configurations, software, firmware, and packaged software updates

●Managed access to the WAN, VMware, and develops/maintains Windows Active Directory policies

●Performed maintenance on desktop PCs, laptops, HP virtual servers

●Managed user profiles including establishing appropriate security levels, user permissions, and modifications

●Developed, coordinated, and implemented telephone systems (Vonage for Business) and voice mail solutions

Tier II Technical Analyst (Partial Remote) Jul 2017- Aug 2019

TelAid Technological Solutions, Atlanta, GA

●Provided 24x7 onsite and using remote Citrix, Putty, Secure CRT and Watch Dog VPN access for technical support including moves, adds and changes for all structured cabling, voice and data, and security

●Serviced clients such as Wal-Mart, Morgan Stanley, Target, Kroger, The Home Depot, and other major retailers via telephone and remote VPN access (Citrix) to resolve technical issues and address customer concerns

●Addressed and resolved both basic and complex incidents/requests using SerrviceNow ticketing system

●Led installation and migration of Cisco switches and routers which included but not limited to Cisco devices such as, Cisco 9400, 9300, 3750s, 3560s, and 2800 Catalyst switches, also Cisco 2900 and 2800 series routers

●Installed, troubleshooted, and monitored voice terminals, workstations, Point of Sale (POS), audio-visual equipment, public display devices, to include all associated cabling and patching

●Managed POS, CCTV, Kiosks, RFID, Wireless Access Points Systems, and Digital Signage installations

Networking Consultant (Partial Remote) July 2014- Jul 2017

Anderson Consulting Group, Atlanta, GA

●Performed network administration activities to include the installation of Cisco routers and switches, network cabling, DEMARC extensions, Cat5 & Cat6 installation, termination and testing, and wireless access points for Starbucks, Verizon, First Citizens Bank, McDonalds, and other retailers

●De-installed old IBM/Toshiba, Fujitsu, NCR POS hardware and installed new NCR POS hardware, peripherals, and software for the Whole Foods southeastern deployment and the Prosys Microsoft deployment

●Replaced existing AT&T and NetGate routers in approximately 1,500 Circle K Pantry stores across 13 states with a new pre-configured Cisco 1921 router and Cisco 3560 switch.

●Installed desktops, monitors, printers, scanners, configured user accounts, transferred data, installed Go Gateway, and activated MS-Office for Allstate Insurance regional deployment

●Performed Windows 10, 8, and XP migrations using SCCM and used troubleshooting skills for migrating data, Microsoft Office Suite and Printer installations

●Installed, configured, and validated software and hardware build of NCR Self-Serve Checkouts by installing Pay Stations, IBM POS Registers and touchscreens, and pin pads for Wal-Mart national rollout

Other Experience

Plant Operations Manager: EPE USA, HD Supply

Production Team Lead: Viking SupplyNet

Technology

Remote collaboration tools: Slack, SharePoint, Zoom, Smartsheet, WebEx, Confluence, Office 365, Skype

MS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook

Support Tools: SAGE CRM, Remedy, ServiceNow, Cisco IOS & Wireless Networks, Point of Sale, Spiceworks, Wireshark, Citrix, Cisco Works, HP Open View, PuTTY, SecureCRT, Active Directory, VMware, Cisco Packet Tracer, CCTV, WAP

Certification & Training

●Certified Cisco Network Administrator

●Certified Cisco Network Professional, In Progress, December 2024

●NCR Certified Point of Sales Technician Certification

Education

Bachelor of Arts (BA), Operations Management, American Intercontinental University, Schaumburg, IL

Affiliations

Cisco Academy

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